2. Joined:August 2008
Residence: Chicago, Illinois
Certified Service Cloud Expert in Salesforce.com
Provide Service Cloud expertise to ensure customer success
Strengths: Service Cloud, Knowledge, Support Processes, KCS
Worked on 20+ B2B and B2C Service Cloud in past 10 years
Customer: Pearson Education, Ally Bank, Harman, Seagate, BRP, Motorola
Prior to Salesforce: InStranet, Parlano, PwC
Cheech Moore
Senior Service Cloud Architect
cheech.moore@salesforce.com
630-886-4247
@cheech_sfdc
cheechmoore (Skype)
4. Yesterday’s Customer
Service Solutions
Your Customers
Not built for mobile Personalized: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: needs constantly evolving
Disconnected customer data
Not built for speed
The Customer Experience Gap
5. Trends in Knowledge
• Single Source of Knowledge
• Serves Agents and Customers
• Seamless integration to products
Across Channels1
6. Trends in Knowledge
Consume Anywhere
• Knowledge at your fingertips
• Access wherever you are
• Flexible display, rigid security
• Single Source of Knowledge
• Serves Agents and Customers
• Seamless integration to products
Across Channels1 2
7. Trends in Knowledge
Consume Anywhere Maximize Process (KCS)
• Knowledge at your fingertips
• Access wherever you are
• Flexible display, rigid security
• FCR: 50% increase
• Case Deflection: 50% increase
• Agent Satisfaction: 40% higher
• Single Source of Knowledge
• Serves Agents and Customers
• Seamless integration to products
Across Channels1 2 3
Find
Articles
Measure
Success
Provide
Feedback
Deliver
Article
Create
Case
8. Salesforce Knowledge: Enterprise Core Objectives
Customer Success Platform
• System Assisted / Recommended
• Self-Help (Search / Filtering)
• Communities
Find Relevant
Content
• Expose Articles on Any Device
• Fully Integrated into Chatter Answers
• Convert Best Answer into a New Article
Empower
Customers
• Push Relevant Articles at Right Time
• Embedded in Case Resolution Process
• Recognize and Award Contributors
Empower
Knowledge
Workers
1
2
3
9. How AOL Deployed
Knowledge to Boost
Agent Productivity
Michelle Manbeck
Program Director, Training and Knowledge Management
AOL
10. AOL Overview
From IM, Dial Up and CDs to…
Over 20 member benefits
Advertising
Video
Huffington Post Media Group
Over 100 brands & products
supported on help.aol.com
Then and Now
11. Challenges
Cumbersome and
ineffective process for
agents to submit
feedback on articles
Content managed
independently for
International markets
Tool limitations for
authoring and managing
content
Unorganized content and
structure
Where we were
12. Goals
What we wanted to accomplish
Reduce
Cost
Improve
Experience
Increase
Productivity
13. Why Salesforce
Factors we considered
Reduce CostsImprove User Experience
Increase Productivity
Consolidation of tools
$100,000 savings / year
Consolidation of tools & vendors
Streamlined feedback process
User friendly content
organization
Ability to submit support tickets /
cases from help site
Integration with backend tools to
provide customized content
Improved search functionality Integration of knowledge with
case management
New authoring functionality
Real-time, easy to use reporting
Streamlined management of
international content
14. How AOL Uses Knowledge
Some of our favorite things
17. How AOL Uses Knowledge
Some of our favorite things
18. How AOL Uses Knowledge
Some of our favorite things
19. How AOL Uses Knowledge
Some of our favorite things
20.
Key Learnings
Our top 2 takeaways
Structure is SO important
Drives organization
Allows for more detailed reporting
Simplifies content migration
Visibility increases feedback
No “black hole”
Drives accountability
Feedback deemed important
Ease of locating content Knowledgebase content improves
22. Core Salesforce Knowledge Capabilities
• Create articles easily /
moderate publication
• Use analytics to
understand KB usage and value
• Fill Gaps: missing articles
• Corporate website,
Facebook,
product / application
• Deliver on every device: phone,
tablet, desktop / laptop
• Keywords: statistical approach
• Language Recognition:
stemming, spell check
correction
• Article Usage:
Most Viewed, Attached to
Solved Cases
• Articles suggested in context of
solving cases
• Share in 1-click with customers
• Recognize contributors
Empower
Knowledge
Workers
Advanced
Search
Technology
Collaboration
& Analytics
Expose
Content